Department: Debt
Reports to: DCA Manager
Salary: up to £27,500
Location: Salford - Hybrid (3 days a week in the office)
The Opportunity
We’re looking for a Debt Specialist to join our Debt team and support the delivery of fair, compliant and effective debt recovery outcomes. This is a varied role where you’ll manage specialist collections activity across insolvency, Breathing Space, Mental Health Crisis Breathing Space and Debt Collection Agency processes, ensuring customer accounts are handled accurately, responsibly and in line with company policies, regulatory requirements and industry best practice.
You’ll work closely with the wider Debt team and external partners to resolve complex queries, support customers in vulnerable circumstances, improve account accuracy and contribute to better collections performance, customer outcomes and operational efficiency.
Key Responsibilities
Own the insolvency process, ensuring that customers are treated fairly and their account is updated correctly in an acceptable timeframe. This includes writing to creditors and ensuring the write off process in executed on the back of this
Manage ‘Breathing space’ and ‘Mental health crisis breathing space’ end-to-end. Ensuring that customers are treated with the care, dignity and support they need whilst actively managing their debts
Own and resolve all Debt collection agency (DCA) queries that are received, ensuring that customers’ accounts are updated correctly and timely
Take ownership of complex queries delivering clear resolutions to reach the right outcome for the customer
Analyse accounts to make recommendations on system/process improvements that can be made and work with the wider debt team to implement improvements
Complete account cleansing and administrative duties to ensure customers accounts are correct and the debt is accurate
Complete write off administrative tasks ensuring the correct accounts for the correct reason are being passed for a write-off
Take ownership and resolve customer complaints as required
Make outbound contact with customers for ad-hoc campaigns to help customers resolve their outstanding balance
Beyond the core responsibilities of the role, deliver any additional requirements to support the end-to-end collections journey, department objectives and direct customer contact
Support the DCA manager with quality assurance and identify opportunities for improvement in collections
Support the DCA manager with performance tracking activities to bring visibility to DCA performance
What success looks like
Success in this role means maintaining strong quality assurance standards, meeting insolvency and Breathing Space requirements, keeping customer accounts accurate and contributing practical improvements that support customer outcomes and debt recovery performance.
About You
You’ll have experience in a debt collection, credit control, recoveries or arrears management environment, with confidence managing customer accounts, resolving complex queries and maintaining accurate records. You’ll be comfortable working within established processes and service levels and experienced in supporting vulnerable customers and delivering fair customer outcomes.
Experience with insolvency cases, Breathing Space, Mental Health Crisis Breathing Space, Debt Collection Agencies, quality assurance, performance monitoring or the utilities sector would be beneficial.
Your Development and Benefits
At Leep, we believe in stable growth and putting our people first. Our 5-year strategic growth plan gives us stability today and prepares us for the future, while nurturing a strong collaborative and supportive culture.
Our benefits include:
Salary which aligns to your experience and skillset
25 days paid holiday + bank holidays
An additional day off to celebrate your birthday
Annual discretionary bonus
Company pension plan
Health Cash plan through Westfield Health
Option to purchase additional holiday days through our Holiday Buying Scheme
Engagement committee with events throughout the year, including Christmas Party, Summer Party and individual team socials
Paid professional memberships relevant to your role and access to professional development opportunities
Our Values
At the forefront of everything we do:
Safety, Customer Promise, Accountability, Reliability, Respect, Flexibility
Equal Opportunities
Leep Utilities is committed to promoting equality of opportunity for all staff and job applicants. We aim to create a working environment in which all individuals are able to make best use of their skills, free from discrimination or harassment. We do not discriminate on the basis of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. If you require any appropriate accommodations during the application or interview process, please let us know.
Leep Utilities (Leep) is a UK-based last-mile multi-utility company. Working in partnership with developers, land owners, and project delivery partners on residential, commercial, data centre and mixed-use developments, it provides network adoption for electricity, water and wastewater and heat networks.
Leep owns and operates regulated and non-regulated networks, holds an Independent Distributer Network Operations (IDNO) licence and is Ofwat approved to provide NAV (New Appointment and Variations) services. Leep is backed by Ancala Partners LLP, a leading independent infrastructure investment manager.
